AccountId: 011433970860
ContactId: dedc6ff2-6392-4a72-abd2-2a3c76858624
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169520 ms
Total Talk Time (AGENT): 63410 ms
Total Talk Time (CUSTOMER): 57185 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/dedc6ff2-6392-4a72-abd2-2a3c76858624_20250121T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hey, good afternoon. This is [PII]. I'm giving you a call from La and on a client. I'm trying to get a hold of a [PII].
[AGENT][NEUTRAL] OK, um, can I go ahead and get the name or the policy number that it's in reference to so she can have it pulled up for you?
[CUSTOMER][NEUTRAL] Sure. Sure, whenever you're ready.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 018.
[CUSTOMER][NEUTRAL] 691.
[CUSTOMER][NEUTRAL] 17
[AGENT][NEUTRAL] OK, and what's a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can you verify the name and date of birth for the um insured that you're calling about?
[CUSTOMER][NEUTRAL] Sure, [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect. OK, let me see if [PII] is available.
[AGENT][NEUTRAL] OK, it looks like she is. I'm gonna put you on a brief hold so that I can get you transferred, OK?
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Um, I have a Miss [PII] on the line for a policy regarding [PII]. She said she's trying to get in touch with you.
[CUSTOMER][NEUTRAL] Um [PII], do you have a policy number?
[AGENT][NEUTRAL] I do. It is 018.
[AGENT][NEUTRAL] 69117 and I already verified the insured information.
[CUSTOMER][NEUTRAL] Is it the
[CUSTOMER][NEUTRAL] Is it in regards to an appeal or an attorney?
[AGENT][NEUTRAL] She didn't say she just stated your name specifically. I'm trying to get in touch with a [PII] and I said, OK, can I get like what the insured is? And she was like, sure. So.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, and her name is [PII].
[AGENT][NEUTRAL] Yes ma'am. Do you want her to call back?
[CUSTOMER][NEUTRAL] OK, no, I got, I mean, I have a callback number right here. She had called me before and I told her they needed to fax the letter. OK, you can transfer her thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got
[AGENT][POSITIVE] OK, you're welcome.
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here